AWS Architecture Blog

Category: Amazon Connect

On-call voice forwarding workflow with Amazon Connect

How ERGO built an on-call support solution in a week

ERGO’s Technology & Services S.A. (ET&S) Cloud Solutions Department is a specialist team of cloud engineers who provide technical support for business owners, project managers, and engineering leads. The support team deals with complex issues, such as failed deployments, security vulnerabilities, environment availability, etc. When an issue arises, it’s categorized as Priority 1 (P1) or […]

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Asynchronous architecture for batch resampling for call-recording files on Amazon S3

Serverless architecture for optimizing Amazon Connect call-recording archival costs

In this post, we provide a serverless solution to cost-optimize the storage of contact-center call recordings. The solution automates the scheduling, storage-tiering, and resampling of call-recording files, resulting in immediate cost savings. The solution is an asynchronous architecture built using AWS Step Functions, Amazon Simple Queue Service (Amazon SQS), and AWS Lambda. Amazon Connect provides an […]

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Figure 1. Connect data streaming automation workflow

Automate Amazon Connect Data Streaming using AWS CDK

Many customers want to provision Amazon Web Services (AWS) cloud resources quickly and consistently with lifecycle management, by treating infrastructure as code (IaC). Commonly used services are AWS CloudFormation and HashiCorp Terraform. Currently, customers set up Amazon Connect data streaming manually, as the service is not available under CloudFormation resource types. Customers may want to […]

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Architecture diagram

Enhance Your Contact Center Solution with Automated Voice Authentication and Visual IVR

Recently, the Accenture AWS Business Group (AABG) assisted a customer in developing a secure and personalized Interactive Voice Response (IVR) contact center experience that receives and processes payments and responds to customer inquiries. Our solution uses Amazon Connect at its core to help customers efficiently engage with customer service agents. To ensure transactions are completed […]

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Figure 3. Solution architecture of DR on AWS for a third-party IVR solution

Disaster Recovery (DR) for a Third-party Interactive Voice Response on AWS

Voice calling systems are prevalent and necessary to many businesses today. They are usually designed to provide a 24×7 helpline support across multiple domains and use cases. Reliability and availability of such systems are important for a good customer experience. The thoughtful design of a cost-optimized solution will allow your business to sustain the system […]

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Figure 3 - IVR flow leveraging dynamically generated menu options.

Field Notes: Build Dynamic IVR Menus with Amazon Connect and AWS Lambda

This post was co-written by Marius Cealera, Senior Partner Solutions Architect at AWS, and Zdenko Estok, Cloud Architect and DevOps Engineer at Accenture.  Modern interactive voice response (IVR) systems help customers find answers to their questions through a series of menus, usually relying on the customer to filter and select the right options. Adding more […]

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Figure 1. End-customer call flow

Integrating Amazon Connect and Amazon Lex with Third-party Systems

AWS customers who provide software solutions that integrate with AWS often require design patterns that offer some flexibility. They must build, support, and expand products and solutions to meet their end user business requirements. These design patterns must use the underlying services and infrastructure through API operations. As we will show, third-party solutions can integrate […]

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AI-powered Passenger Callback System for Airlines

NLX is Helping Travelers Amid Disruption with AI-Powered Automation

This post was co-written by Andrei Papancea and Vlad Papancea of NLX and Sekhar Mallipeddi Travel impacts brought by the global pandemic left several airlines experiencing frequent flight disruptions, which increased flight scheduling change notifications being made to affected travelers. Every month, tens of thousands of passengers and related flight crew have to be contacted […]

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Field Notes: Improving Call Center Experiences with Iterative Bot Training Using Amazon Connect and Amazon Lex

This post was co-written by Abdullah Sahin, senior technology architect at Accenture, and Muhammad Qasim, software engineer at Accenture.  Organizations deploying call-center chat bots are interested in evolving their solutions continuously, in response to changing customer demands. When developing a smart chat bot, some requests can be predicted (for example following a new product launch […]

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Intuit: Serving Millions of Global Customers with Amazon Connect

As a 35-year-old company with an international customer base, Intuit is widely known as the maker of Quick Books and Turbo Tax, among other software products. Its 50 million customers can access its global contact centers not just for password resets and feature explanations, but for detailed tax interpretation and advice. As you can imagine, […]

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